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Trouble in Technology Training

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Technology training for adults can be troublesome. This presentation explores 5 tricky scenarios from the tech training classroom, and suggests customer service tactics and training techniques to turn troubles into teachable moments.
Originally presented live at the ALA 2013 conference.

Published in: Education, Business, Technology
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Trouble in Technology Training

  1. 1. Trouble in Technology Training Tactics, Techniques & Teachable Moments Crystal Schimpf, Program Manager Community Technology Network @crystalschimpf
  2. 2. TRAINING TROUBLE SERVICE TACTIC TRAINING TECHNIQUE TEACHABLE MOMENT
  3. 3. TROUBLE TACTIC TECHNIQUE TEACH
  4. 4. TRAINING TROUBLES ▰ Left Behind Learner ▰ Address Unknown ▰ Attention Grabber ▰ Chatterbox ▰ Blame it on the Tech
  5. 5. SERVICE TACTICS ▰ Be a guide ▰ Anticipate needs ▰ Give thanks ▰ Just say YES ▰ Be honest
  6. 6. TRAINING TECHNIQUES ▰ Break away ▰ Be prepared ▰ Redirect & refocus ▰ Set expectations ▰ Improvise
  7. 7. Meet Tina the Technology Trainer
  8. 8. LEFT BEHIND LEARNER
  9. 9. BE A GUIDE ▰ Teach the system ▰ Explain the situation ▰ Give a referral ▰ Let them choose
  10. 10. BREAK AWAY ▰ Activity time ▰ Individual consultation ▰ Private conversation
  11. 11. LEFT BEHIND LEARNER BE A GUIDE BREAK AWAY LEARN THE SYSTEM
  12. 12. ADDRESS UNKNOWN
  13. 13. ANTICIPATE NEEDS ▰ Don’t be surprised ▰ Have empathy
  14. 14. BE PREPARED ▰ Have a backup plan ▰ Focus on a solution ▰ Create practice accounts ▰ Give tips to help remember
  15. 15. ADDRESS UNKNOWN ANTICIPATE NEEDS BE PREPARED LEARN THE TOOL
  16. 16. ATTENTION GRABBER
  17. 17. GIVE THANKS ▰ Appreciate input ▰ Value questions ▰ See the human element
  18. 18. REDIRECT & REFOCUS ▰ Harness energy ▰ Ask for their help ▰ Engage others ▰ Take an activity break
  19. 19. ATTENTION GRABBER GIVE THANKS REDIRECT & REFOCUS LEARN TO HELP
  20. 20. CHATTERBOX
  21. 21. JUST SAY YES ▰ Recognize motivations ▰ Be flexible
  22. 22. SET EXPECTATIONS ▰ Explain the agenda ▰ Allow time for chatter ▰ Set boundaries
  23. 23. CHATTERBOX JUST SAY YES SET EXPECTATIONS LEARN BOUNDARIES
  24. 24. BLAME THE TECH
  25. 25. BE HONEST ▰ Apologize ▰ Explain the situation ▰ Don’t be negative
  26. 26. IMPROVISE ▰ Have a backup plan ▰ Be creative ▰ Engage other learning activities
  27. 27. BLAME THE TECH BE HONEST IMPROVISE LEARN ALTERNATIVES
  28. 28. 5 TRAINING TROUBLES
  29. 29. 5 SERVICE TACTICS
  30. 30. 5 TRAINING TECHNIQUES
  31. 31. TEACHABLE MOMENT
  32. 32. Contact me: crystal@ctnbayarea.org @crystalschimpf www.ctnbayarea.org

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